Warranty and Refunds Policy
The website https://www.Keezi.com.au (the Site) is owned and operated by New Aim Pty Ltd (ABN 50 115 804 432) trading as Keezi (we, our, us). References to “You” and “your” on this page means a customer of this Site.
At Keezi, we stand behind every product that we sell. Your satisfaction matters a great deal to us. This Warranty and Refunds Policy (Policy) applies to any purchases you make on the Site (Product). By using the Site or purchasing a Product you agree to be bound by this Policy.
The warranties and refund rights outlined in this Policy are in addition to any standard statutory consumer rights and guarantees that may apply under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (ACL). Depending on the circumstances, under the ACL, you may be entitled to a repair, replacement or a refund and in some cases compensation for damages and loss.
The rights under this Policy are non-transferrable. However, if you are one of our retailers, warranties will be available to your customers.
Damaged/Faulty Product Warranty
In addition to your rights under the ACL, we offer a warranty against defects of our Products (Product Warranty).
If your Product arrives defective upon delivery (Defective Product), to make a claim under the Product Warranty, you must notify us of the problem within 2 working days of the Product’s receipt by providing us with the following information via the Contact Us form on the Site:
- a detailed description of the problem with the Defective Product with supporting photographic or video evidence;
- proof of purchase of the Defective Product, such as in the form of a tax invoice; and
- the remedy you are seeking, being a replacement, repair or refund of the Defective Product, or a Site credit (up to the value of the price you paid for the Defective Product).
Once your claim under the Product Warranty is assessed and approved by our customer service team, you will be contacted with instructions on how to proceed. Please do not attempt to return the Defective Product for the purposes of claiming the Product Warranty without approval by us.
Any refunds generally take up to 2 working days to process and we will notify you once your refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A remedy under the Product Warranty will not be provided if, in our reasonable opinion, the Defective Product has been misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers in relation to Products.
Missing/Spare Parts
If your Product is received with missing or incorrect parts, or if you wish to purchase spare parts, please contact our customer service for assistance via the Contact Us form on the Site.
If you wish to purchase spare parts, you must provide the order details of the relevant Product.
All spare parts purchased from us have a 3-month warranty.
Change of Mind
To give you complete peace of mind, Keezi offers a 30-day Change of Mind Policy. You have the option to return at your cost any unopened, unused Keezi Product in its original packaging for any reason, within 30 days of receiving the Product. A full refund is not provided for change-of-mind returns: a 10% restocking fee (Admin Costs) based on the total purchase price will be deducted from your refund. If you request us to provide you with a return label, the cost of this return label will also be deducted from your refund in addition to the Admin Costs. We recommend that you take the time to preview your orders before proceeding with the purchase.
Please contact our customer service for more information via the Contact Us form on the Site.
If you would like to return your Product for your money back, please follow the below procedure:
- Contact us through the Contact Us form on the Site with information of your order number and Product that you wish to return.
- We will request a photo to confirm that it is an Keezi Product and in an acceptable condition for return under the Change of Mind Policy.
- If accepted, you will be advised with a return authorisation number and our return address.
- Include the return authorisation number with your returned Product so your return can be processed as soon as possible.
- All included accessories and bonus items must be returned together with your main Product to be returned.
- The Product cannot be opened, used, worn or damaged, or have any packaging or tags removed, and must be in 100% sellable condition when we receive the Product.
- You must not stick or write anything on the Product or its packaging. You can only place the postage sticker on the outer packaging.
If the above requirements are not satisfied, Keezi reserves the right not to offer a refund for change-of-mind returns.
Once the refund is approved, we will transfer the funds via the payment method you used to pay for your Product. You will be refunded the total cost MINUS the Admin Costs. If we provide a return label to you, the cost of the return label will also be deducted.
Extended Warranty Provision for Select Products
For select products, Keezi offers an Extended Warranty option, which extends the coverage beyond the standard warranty. To be eligible for the Extended Warranty, customers must scan the QR code provided on the product packaging upon receipt. The QR code will direct you to a registration page where you will be required to register your product. This registration must be completed within 60 days of the purchase date to activate the Extended Warranty.
Once
registered, the Extended Warranty covers all defects in material and workmanship under normal use conditions, provided that the product has been used, maintained, and serviced in accordance with the product manual and instructions. This coverage applies exclusively to the original purchaser and is non-transferable.
The Extended Warranty covers:
- Repairs or replacements of defective parts due to manufacturing faults.
- Labour costs associated with repairs performed by an authorised service provider.
- In the case of non-repairable items, replacement with a new or refurbished product of equivalent or better features and functionality.
The Extended Warranty does not cover:
- Accidental damage, misuse, neglect, or modifications to the product.
- Cosmetic damage, including scratches, dents, and normal wear and tear.
- Damages caused by improper installation or improper use.
- Any issues arising from unauthorised repairs or services performed by third-party service providers.
- Consumable items (e.g., batteries, filters, etc.) unless specifically included.
- Software and data recovery, and damages caused by viruses or malware.
To file a claim under the Extended Warranty, the original purchaser must:
- Have registered the product within 60 days of the purchase date (refer QR code instructions above)
- Contact our customer service at [email protected] within 30 days of noticing the defect.
- Follow the instructions provided by our customer service representative for returning the product for inspection or repair.
Claims must be made during the warranty period, and any claims made after the warranty period will not be honoured. Shipping costs for returning the product may be covered under certain conditions, as determined by Keezi.
Upon receipt of the product, our authorised service center will assess the issue. If a defect covered under the Extended Warranty is identified, we will, at our discretion:
- Repair the product using new or refurbished parts, or
- Replace the product with a new or refurbished model of equal or greater value.
Repaired or replaced products will continue to be covered under the Extended Warranty for the remaining period of the original warranty.
Keezi is not liable for any incidental, indirect, or consequential damages, including but not limited to loss of use, loss of revenue, or loss of data, arising from the use of the product or inability to use the product. Our liability is limited to the purchase price of the product.
Keezi reserves the right to modify or discontinue the Extended Warranty program at any time without prior notice. However, any changes to the program will not affect products already covered by an existing Extended Warranty agreement.
Warranty
Product warranty information can be found below.
Subcategory Warranty (Year)
BABY PLAYPENS 1
BALL POOLS 1
KIDS BASKETBALL HOOPS 1
KIDS BOOKSHELVES 1
KIDS BOW ARROW SETS 1
KIDS DRESSING TABLES 1
KIDS OUTDOOR TABLES & CHAIRS 1
KIDS RECLINER CHAIRS 1
KIDS SOFAS 1
KIDS TABLES & CHAIRS 1
KIDS TOY BOXES 1
MAGNETIC TILE SETS 1
PLAY TENTS 1
PRETEND KITCHENS 1
RIDE-ON CARS 1
SANDPITS 1
SAND & WATER TABLES 1
SLIDE SETS 1
Contact us
New Aim Pty Ltd (ABN 50 115 804 432) trading as Keezi
Email: [email protected]
Last updated: 20 September 2024